Skip to content
fastnode_
Portal
menu

legal

Service Level Agreement

What we commit to, how we measure it, and what you get back when we miss. Effective 27 October 2026.

What this agreement covers

This Service Level Agreement forms part of the Terms of Service between you and FastNode Ltd. It applies to each active, paid virtual server on your account. It covers the parts of the service we control: the physical host, the virtualisation layer, power and cooling in the facility, and our network up to the point where traffic leaves for the wider internet.

It does not cover the operating system or software inside your server. You administer those, so a kernel panic caused by a configuration change, a full disk or a crashed application is outside its scope.

The commitment

We aim for each virtual server to be available for at least {{SLA_UPTIME_TARGET}} of each calendar month. A server is available when it is powered on, its host is operating normally, and our network is passing traffic to and from its public IPv4 address.

How downtime is measured

  • Downtime starts at the earlier of the time our monitoring detects a host or network fault affecting your server, or the time you open a ticket reporting it, if our investigation confirms the fault was on our side.
  • Downtime ends when the server is reachable again, or when the host is restored and your server can be booted from the portal.
  • Periods shorter than five consecutive minutes are not counted, to avoid crediting brief route changes that the internet absorbs anyway.
  • Monthly availability is the minutes in the month, minus counted downtime minutes, divided by the minutes in the month.

Where your monitoring and ours disagree, we will review the evidence you send, such as timestamped probe results from more than one external location, in good faith.

Service credits

If a server's availability falls below the commitment in a month, you are entitled to a credit against future invoices for that server. Credits are calculated as a percentage of the monthly fee for the affected server only, not your whole account. For annual plans, the monthly fee is the annual price divided by twelve.

The credit increases in steps as availability drops further below the commitment, starting at a modest share of the monthly fee for a narrow miss and rising to the full monthly fee for that server where availability falls a long way short. The specific steps that apply to your plan are confirmed by support with each credit decision, and in any case the total credit for a server in one month will not exceed 100 percent of that server's monthly fee.

Credits are applied to your account balance and used against your next invoices. They are not paid out as cash and are not transferable. If you close your account, unused credits lapse.

How to claim

  1. Open a ticket in the portal, or email [email protected], within 30 days of the end of the month in which the downtime happened.
  2. Include the server's hostname or IP address, the dates and times of the outage with time zone, and any monitoring data you have.
  3. We confirm the downtime against our records and reply with the credit due, normally within ten working days.

We do not apply credits automatically. A claim made after the 30-day window is not eligible.

Exclusions

Downtime does not count towards the calculation when it is caused by:

  • scheduled maintenance we notified you about by email at least 48 hours in advance;
  • emergency maintenance needed to fix a critical security vulnerability, where we give as much notice as the situation allows;
  • anything inside your server: the operating system, your software, firewall rules you set, misconfiguration, or resource exhaustion such as full memory or disk;
  • actions taken from your account, including power changes, reinstalls, snapshot restores, rescue mode and API calls;
  • suspension under the Terms of Service or the Acceptable Use Policy, including for unpaid invoices;
  • attacks directed at your server, or mitigation we apply to protect the network from them;
  • faults in networks outside ours, such as your own ISP, a transit provider's backbone, or third-party DNS;
  • events outside our reasonable control as described in the Terms of Service;
  • features offered as previews or betas, and free services.

Things this SLA does not promise

This agreement is about availability, not performance figures or data durability. It does not guarantee a particular latency to any destination, a sustained throughput figure, or that data on a server, snapshot or backup will never be lost. Keep independent copies of anything you cannot afford to lose.

The portal and its features are provided to help you run your servers, but brief unavailability of the portal itself, while your servers keep running, is not counted as downtime. The browser console, graphs and API may occasionally be unavailable during portal maintenance.

Sole remedy

Service credits under this agreement are your sole and exclusive remedy for unavailability of the service. This does not affect rights you have as a consumer that cannot be excluded by law. FastNode Ltd, company number {{COMPANY_NUMBER}}, registered office {{REGISTERED_ADDRESS}}. Governed by the laws of England and Wales.